Managerial Approaches toward Service Quality: The Case of Three Service Organisations

Soltani, Ebrahim and Lai, Pei-Chun and van der Meer, Robert and Williams, Terry (2008) Managerial Approaches toward Service Quality: The Case of Three Service Organisations. Service Industries Journal, 28 (10). pp. 1399-1414. ISSN 0264-2069 . (The full text of this publication is not available from this repository)

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Official URL
http://dx.doi.org/10.1080/02642060802250229

Abstract

Using a multiple case study, this paper is concerned with assessing the impact of senior management’s approach and attitudes on service quality and its implications for middle and first line managers. Date from 52 semi-structured interviews representing a variety of managerial levels suggests that there exist many conflicts and differences in senior management’s orientation and approach toward QM with that of middle and first line managers. The results further indicate that getting such consistency appropriate to the needs of top, middle and first line management, and of the QM itself, is one of the key problems of current management of service quality. However, the findings highlights that where there is consistency between senior managers’ underlying approaches toward service quality goal with that of middle and first line managers, service quality programmes will highly likely produce expected results. Finally, the implications of these findings as well as future research are put forward. Key Words: Managing Service Quality; Service Sector; Case Study Research.

Item Type: Article
Uncontrolled keywords: managing service quality; service sector; case study research
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculties > Social Sciences > Kent Business School > Management Science
Depositing User: Ebrahim Soltani
Date Deposited: 03 Mar 2010 11:48
Last Modified: 09 Jun 2014 11:21
Resource URI: http://kar.kent.ac.uk/id/eprint/3560 (The current URI for this page, for reference purposes)
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